Refund policy

Last updated: August 18, 2026

At Buy Me Japan, we carefully inspect and pack every order before shipping it from Japan. This policy explains cancellations, delivery problems, returns and refunds.

Nothing in this policy limits any mandatory consumer rights that apply to you.

Order Cancellations

You may request cancellation before your order has been dispatched. Email order@buymejapan.com immediately with your order number.

Cancellation is not guaranteed because fulfilment may begin shortly after payment. Your order is cancelled only after we confirm it in writing. Orders that have already shipped cannot be cancelled, although statutory return rights may still apply.

Damaged, Defective, Incorrect or Missing Products

Contact refund@buymejapan.com within 45 days of delivery if:

  • A product arrives damaged or defective.

  • A product is missing from your parcel.

  • You receive the wrong product.

  • The product is materially different from its website description.

Include your order number, a description of the problem, and clear photographs or video of the product, packaging and shipping label. If an item is missing, include a photograph of everything received.

Keep the product and packaging until we complete our review. Do not return or discard anything unless we instruct you to do so.

Depending on the circumstances, we may offer a replacement, partial refund, full refund or another appropriate solution. If we require the return of a confirmed damaged, defective or incorrect product, we will cover reasonable return costs where required by applicable law.

The 45-day reporting period does not reduce any longer statutory guarantee or consumer right that applies to you.

Lost or Undelivered Orders

If your order has not arrived by the end of the estimated delivery period:

  1. Check the tracking information.

  2. Confirm that your shipping address is correct.

  3. Check whether the local carrier is holding the parcel for collection.

  4. Contact the local carrier for more information.

If the parcel still cannot be found, email order@buymejapan.com with your order number and tracking number.

An order may be treated as lost when the carrier confirms the loss or when it has not been delivered within 45 days of dispatch. This does not apply when tracking shows that the parcel is being held because of an incorrect address, unpaid import charges, a failed delivery attempt or failure to collect it.

Confirmed lost orders may qualify for a replacement or refund.

Change-of-Mind Returns

Except where required by applicable law, we do not accept returns or exchanges because a customer changed their mind, ordered the wrong product, disliked the product or no longer wants it.

European Union and United Kingdom Cancellation Rights

Customers in the European Union and United Kingdom may have the right to cancel an eligible online purchase within 14 days of delivery, without giving a reason.

To request a return:

  1. Email refund@buymejapan.com within 14 days of delivery.

  2. Include your name, order number, delivery date and the products you wish to return.

  3. Wait for our return instructions and authorized return address.

  4. Send the eligible products back within 14 days after notifying us, or within any other period required by law.

Do not return products without authorization or send them to the address printed on the parcel.

Return Condition and Exclusions

Returned products should be complete and include their original packaging, labels, seals, accessories and protective materials.

You may inspect an eligible product only as reasonably necessary to confirm its nature, characteristics and condition. We may reduce the refund if a product has been used, damaged or handled beyond what would reasonably be permitted in a physical store.

Some products may be excluded from change-of-mind returns, including:

  • Personalized or customized products.

  • Products that deteriorate or expire rapidly.

  • Sealed products that cannot be returned for health or hygiene reasons after the seal has been opened.

  • Other products excluded by applicable consumer law.

The hygiene exception may apply to certain sealed skincare, cosmetics, makeup, sunscreen, haircare, bath and body products, personal-care products and beauty tools after their protective seal has been opened.

Opened food and drinks generally cannot be returned. The eligibility of a gift set may depend on whether the set or its individual products were sealed and whether any seal was opened.

Return Costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the products to Japan when permitted by law. We do not provide prepaid return labels unless we state otherwise.

Use a tracked shipping service and follow our return instructions carefully. Costs caused by an incorrect, incomplete, unpaid or refused return shipment may be deducted from the refund where permitted by law.

Refused, Unclaimed or Undeliverable Parcels

If a parcel is refused, not collected, returned because import charges were not paid or returned because the customer supplied an incorrect address:

  • The original shipping charge is non-refundable, unless required by law.

  • A €10 restocking fee, or the local-currency equivalent, may be deducted.

  • Return shipping, customs, taxes, storage and carrier fees may also be deducted.

  • Any remaining eligible merchandise amount will be refunded after the parcel returns and is inspected.

Refusing or failing to collect a parcel is not the same as making an authorized return.

Refund Amount and Processing Time

Approved refunds are based on the amount actually paid after discounts, cashback or other price reductions.

For an eligible EU or UK cancellation, we will refund the product price and standard outbound delivery cost where required by law. Additional express or premium delivery charges are not normally refundable.

Customs duties, VAT, taxes and carrier fees paid directly to authorities or third parties are not refundable by Buy Me Japan. If we collected a tax or duty at checkout but did not remit or incur it, it will be included in an eligible refund.

Refunds are issued to the original payment method. After we issue a refund, it normally appears within 2–10 business days, depending on the payment provider.

We are not responsible for exchange-rate differences or fees charged by banks, card issuers or payment providers.

Exchanges

We do not normally process direct exchanges. Unless a replacement is approved for a damaged, defective or incorrect product, you may need to return an eligible product, receive a refund and place a new order.

Contact Us

Order cancellations and delivery questions: order@buymejapan.com

Returns, damaged products and refund claims: refund@buymejapan.com

Please include your order number in every message.

Statutory Rights

This policy does not exclude, restrict or replace any mandatory consumer right, legal guarantee or remedy available under applicable law.